Return Merchandise Authorization Manager

Job Description

About Cooler Master

For over three decades, Cooler Master has been a trusted partner to tier-1 global technology leaders, delivering pioneering thermal and manufacturing solutions. As AI computing workloads and next- data centers continue to push the boundaries of power density, Cooler Master is at the forefront of the industry—manufacturing critical high-density liquid cooling, CDU (Coolant Distribution Units), and advanced thermal infrastructure that power the global AI boom.

Driven by Innovation, Agility, and Professionalism, our culture is built on the "Cooler Master Spirit"—a collaborative environment rooted in structured discipline, teamwork, and accountability. We offer a fast-paced, technology-driven workplace where high-energy professionals can build the physical infrastructure of the future. If you thrive in a forward-moving atmosphere and want to grow at the speed of the AI revolution, this is the place to define your career.

Position Overview

The RMA Manager leads the end-to-end Return Merchandise Authorization (RMA) process, ensuring timely, accurate, and cost-effective handling of returns, exchanges, and warranty claims. This role is responsible for developing and optimizing RMA policies and procedures, collaborating with cross-functional teams to drive root cause resolution, improve product quality, and enhance customer satisfaction while minimizing financial impact and material loss.

Key Responsibilities and Accountabilities

• Oversee the end-to-end RMA process, from request initiation through final disposition.
• Develop, implement, and continuously improve RMA policies, procedures, and workflows.
• Ensure timely processing of returns, exchanges, and warranty claims in line with service level agreements (SLAs) to minimize customer downtime and operational impact.
• Lead root cause analysis of returned products and drive corrective and preventive actions (CAPA).
• Ensure accurate tracking, documentation, and traceability of all returned units and components.
• Lead and develop the RMA team, including hiring, training, and performance management.
• Collaborate with the Quality Assurance, Supply Chain, Technical FAE, Factory and R&D to investigate product defects or issues.
• Manage and optimize reverse logistics, including transportation, receiving, and disposition.
• Drive cost reduction initiatives related to returns, repairs, scrap, and warranty exposure.
• Improve customer satisfaction through proactive communication and rapid issue resolution.
• Support new product introductions by establishing RMA readiness and feedback loops for design improvements.
• Drive continuous improvement using Lean, Six Sigma, or similar methodologies to enhance process efficiency and product reliability.
• Collaborate with suppliers and vendors on return-to-vendor (RTV) processes and warranty claims.

Qualifications

• Bachelor’s degree in Mechanical Engineering, Thermal Engineering, or a related technical discipline.
• Minimum of 5+ years of experience in RMA management, customer support, or operations within a manufacturing or technical environment.
• Solid understanding of warranty management, supply chain operations, reverse logistics, and mechanical/thermal systems.
• Proficiency in ERP or RMA systems (e.g., SAP) with strong data tracking and reporting capabilities.
• Strong analytical and problem-solving skills, with the ability to perform root cause analysis and drive corrective actions.
• Excellent communication, organizational, and interpersonal skills, with the ability to collaborate effectively across cross-functional teams, external partners, and customers.
• Ability to manage multiple priorities in a fast-paced environment and perform effectively under pressure.
• Knowledge of failure analysis methodologies and tools (e.g., 8D, Fishbone/Ishikawa, FMEA).
• Understanding of product lifecycle management and warranty cost control strategies.
• Strong data analysis skills with proficiency in tools such as Excel, Power BI, or similar platforms.
• Ability to interpret technical drawings, specifications, and test reports.
• Detail-oriented and meticulous, with a commitment to accuracy and quality in all tasks.
• Fluency in English required; Mandarin proficiency is preferred.

Location: 3623 W Grand Pkwy N, Suite 100, Katy, TX 77449

Benefits

• Starting with 15 paid vacation days in the first year
• 11 paid corporate holidays + 5 bonus holidays
• 5 paid sick leave days per year
• Comprehensive Medical, Dental, and Vision insurance plans
• FSA & HSA plans available
• Advanced health plan options with employer-subsidized out-of-pocket premiums
• Company-sponsored Short-Term (STD) insurance
• Company-sponsored Life Insurance
• 401(k) retirement plan with company match

Disclaimer

Our goal is to be an industry leader while providing an exceptional workplace. This job description outlines the general nature and level of work performed; it is not an exhaustive list of all duties, responsibilities, or skills required. Management reserves the right to assign or modify duties and responsibilities at any time, with or without notice. We are an Equal Opportunity Employer (E.E.O.).